These Terms of Service ("Terms") govern the use of LuViHub, a software service for managing holiday accommodation, provided by:
LuVi Solutions j.d.o.o.
[Street and number], [postcode] [city], Croatia
OIB (personal identification number): [OIB]
Registered at the Commercial Court in [city], MBS [number]
Share capital: [amount] EUR, paid in full · Director: [name]
E-mail: team@luvihub.com · Web: luvihub.com
("LuViHub", "we", "us").
The Croatian version of these Terms is binding. Translations (English, German) are provided for convenience; in case of differences, the Croatian version prevails.
1Definitions
- Service: the LuViHub web application (host.luvihub.com), its booking pages, guest pages (online check-in, guest portal, guest register, payment pages), e-mails and all other functions we provide.
- Host ("you"): the natural or legal person who registers an account and concludes the contract with us — for example a company, a sole trader (obrt), a private renter, or a property manager acting for owners.
- Business Host: a Host who uses the Service for a commercial, business, trade or professional purpose — including registered private renters (iznajmljivači u domaćinstvu, Privatzimmervermieter) who rent out accommodation for profit.
- Consumer: a natural person who uses the Service for purposes outside their trade, business, craft or profession. At registration you state whether you register as a Business Host or as a Consumer.
- Company Account: the environment created for you in the Service, with its units, data and users.
- User: any person you give access to your Company Account (e.g. staff, owners, cleaners, local hosts), with the role you assign.
- Unit: an accommodation unit (apartment, room, house, …) created in your Company Account.
- Package: the scope of functions booked for a Unit (Basic, Plus, Plus AI) as described in the current price list.
- Guest: a person who books, stays in or makes enquiries about accommodation of the Host.
- Host Data: all data and content you or your Users enter into the Service or that the Service receives on your behalf (e.g. reservations, guest data, prices, photos, texts).
- Third-Party Services: services of other providers that the Service connects to (see section 10).
2Scope and conclusion of the contract
2.1. These Terms apply to all contracts between us and Hosts about the use of the Service. Terms of the Host do not apply, even if we do not object to them.
2.2. The contract is concluded when you complete the registration, accept these Terms and confirm your e-mail address. With the confirmation your Company Account is created.
2.3. If you register on behalf of a company or another person, you confirm that you are authorised to bind them to these Terms.
2.4. You must be at least 18 years old and give true and complete details at registration and keep them up to date (in particular name, address, OIB/VAT number, billing e-mail).
2.5. We may refuse a registration without giving reasons, e.g. in case of incomplete or false details or suspected misuse.
3The Service
3.1. The Service is software provided over the internet ("software as a service"). Its functions depend on the Package of each Unit and on the country of the property. They include, among others: calendar and reservation management, booking pages, online check-in, guest registration tools, guest communication (e-mail and, depending on the Package, WhatsApp/SMS and chat), smart-lock and parking access, invoices, statistics, a channel manager connection and AI functions. The current scope is described in the Service and on luvihub.com.
3.2. We continuously develop the Service. We may change, extend or replace functions, provided that the essential functions of your booked Package remain available or are replaced by equivalent ones. If a change significantly limits a function you pay for, we inform you at least 30 days in advance; you may then terminate the contract with effect from the change.
3.3. Functions marked as "beta", "preview", "test" or "coming soon", and functions provided free of charge, may be incomplete, may change or may be discontinued at any time. They should not be relied upon for business-critical processes.
3.4. The Service is a tool. We do not provide legal, tax, accounting or booking-agency advice, and we do not guarantee any business result (bookings, occupancy, revenue, prices or rankings on booking channels).
4Company Account, Users and security
4.1. You decide which Users get access to your Company Account and with which role. You are responsible for all actions taken in your Company Account by your Users as for your own actions.
4.2. Keep passwords, links and access data (including API keys and smart-lock credentials) confidential. Inform us without delay if you suspect misuse. We are not liable for damage caused by passwords or devices that were disclosed, shared or compromised on your side.
4.3. You must remove access for Users who no longer work for you.
5Packages, prices and payment
5.1. Free use. One Unit can be used free of charge with the Basic Package ("Free plan"), as long as we offer the Free plan. We may change the scope of the Free plan or end it with 30 days' notice.
5.2. Paid Packages. Paid Packages are booked per Unit and month in the Service (page "Subscription"). The prices in the current price list apply. Prices are stated without VAT; VAT is added if and as required by law. For Consumers, the final price including any VAT is shown before booking. For 20 or more Units an individual offer can be agreed.
5.3. Billing rules.
- Every Unit that exists in your Company Account at any time in a calendar month is charged for the whole month, at the highest Package it had in that month.
- An upgrade takes effect immediately. A downgrade takes effect on the first day of the next month; until then the functions of the higher Package remain available.
- If you switch from a paid plan back to the Free plan, the current month is charged at the time of the switch.
- Fees are charged monthly in arrears: on the first day of each month for the previous month.
5.4. Payment. Payment is made by payment card via our payment processor (Stripe). You authorise us to charge the stored card with the amounts due under these Terms. The invoice is issued electronically and sent by e-mail; it is also available in the Service. You must keep a valid card stored.
5.5. Late payment. If a charge fails, we inform you by e-mail and in the Service and give you the possibility to pay (e.g. with another card). If the amount is still unpaid 14 days after the notice, we may restrict the Company Account to read-only access until payment; after a further 30 days we may terminate the contract for cause (section 14.4). Statutory default interest applies to Business Hosts.
5.6. Fees for online guest payments. For guest payments processed through the Service (section 9), a service fee per payment applies as shown in the Service (currently 3 % of the amount, at least EUR 0.50). Individual conditions may be agreed.
5.7. Price changes. We may change prices and fees. We inform you by e-mail at least 30 days before the change takes effect. If you do not agree, you may terminate the contract before the change takes effect; the old prices apply until then. Price reductions may apply immediately.
6Your obligations as Host
6.1. You use the Service only in accordance with the law and these Terms. In particular you must not:
- enter unlawful content or content that infringes the rights of others;
- attack, overload, test for weaknesses or circumvent the security of the Service, or use it to send spam or malware;
- copy, decompile, resell or sublicense the Service or use it to build a competing product (except where mandatory law allows it);
- access the Service by automated means other than the interfaces we provide.
6.2. Your legal duties remain yours. The Service helps you, but you remain responsible for complying with all duties that apply to you as an accommodation provider, in particular:
- registering and deregistering guests (e.g. eVisitor in Croatia, guest register / Gästeverzeichnis and reporting under the Austrian Registration Act);
- calculating, collecting, declaring and paying tourist tax, Ortstaxe and other levies, and filing statistics (e.g. VIETour);
- issuing correct invoices, fiscalization and e-invoicing, VAT and income tax;
- licences, categorisation, house rules, safety and the condition of the accommodation;
- the content of your listings, prices, availability and cancellation policies.
6.3. Check before you rely on it. Before data with legal, tax or financial effect is sent or used (e.g. registrations, invoices, tax reports, prices, availability), you must check that it is correct and complete. Automatically calculated amounts (e.g. tourist tax, Ortstaxe, statistics) are based on the data and settings in your Company Account; you are responsible for these settings (e.g. rates, VAT status, exemptions).
6.4. You make sure that you have the right to use all content you upload (e.g. photos, texts) and that you may process the personal data you enter (section 11).
6.5. You keep your own copies of data you are obliged to keep (e.g. invoices, guest registers, tax records) — for example by regular exports from the Service. Our backups serve to restore the Service; they do not replace your own archive.
7Availability and support
7.1. We aim for high availability of the Service but cannot guarantee uninterrupted or error-free operation. Interruptions may occur in particular due to maintenance, updates, errors, failures of the internet or of hosting and Third-Party Services, or attacks. We announce planned maintenance in advance where possible and carry it out at times of low use.
7.2. Support is provided by e-mail (team@luvihub.com). We handle requests as quickly as reasonably possible; there are no fixed support hours and response times are not guaranteed unless agreed separately.
8Booking pages and the accommodation contract
8.1. The Service lets you publish booking pages for your Units and receive bookings, offers and enquiries from Guests.
8.2. The accommodation contract is concluded only between you and the Guest. We are not a party to it, not a travel agency and not a tour operator. You set the prices, conditions, cancellation policy and house rules, and you are responsible towards the Guest for the stay and for the information on your booking page.
8.3. You must give us correct details for your booking pages (in particular the provider of the accommodation, address, prices including mandatory charges, and cancellation conditions) so that Guests are correctly informed.
9Online guest payments
9.1. If you use online guest payments (e.g. deposits, full payments, parking), Guests pay through our payment processor. You appoint us as your commercial agent with limited authority to accept payments from Guests on your behalf for bookings and services concluded through the Service. A payment by the Guest to us discharges the Guest's debt towards you to the amount paid. We act only on your behalf, not on behalf of the Guest.
9.2. We pay out the amounts received, minus the fees under section 5.6 and any refunds, to the bank account you specify, at the latest 31 days after the Guest's departure. You must provide a correct account holder and IBAN; you bear the consequences of incorrect bank details.
9.3. Refunds to Guests are made according to your cancellation conditions or your instruction. Chargebacks, payment disputes and the related fees of the payment processor are borne by you; we may set them off against payouts or charge them to your card.
9.4. We may withhold payouts to the extent necessary in case of reasonable suspicion of fraud, a pending payment dispute, legal or official orders, or claims we have against you under the contract.
9.5. The payment processor's own terms also apply. We may change the technical way in which guest payments are processed (e.g. to a payment account at a licensed payment service provider in your name) if this is required by law or by the payment processor; we inform you in advance.
10Third-Party Services
10.1. The Service connects to Third-Party Services, for example: booking channels (Booking.com, Airbnb and others, via the channel manager Channex), official systems (eVisitor, the Croatian Tax Administration for fiscalization and e-invoicing), payment processors (Stripe), smart locks and access systems (e.g. Nuki, TTLock), messaging services (e-mail, SMS, WhatsApp), and AI providers.
10.2. For some Third-Party Services you need your own account or contract with the provider (e.g. with the booking channel or for your fiscalization certificate), and their terms apply. You must comply with them.
10.3. We are not responsible for the availability, function, decisions or changes of Third-Party Services (e.g. interface changes, delays, rejected transmissions, suspension of your channel account, lost or duplicate bookings, wrong prices or availability caused by them). We may change or end a connection if the third party changes or ends its service or if it becomes unreasonable for us to continue it.
11Data protection
11.1. For the personal data of Guests and other persons that you process in the Service, you are the controller and we process the data on your behalf as processor. The Data Processing Agreement (Annex 1 to these Terms) applies to this processing and is accepted together with these Terms.
11.2. You make sure that you have a legal basis for the processing and that you inform Guests as required (e.g. in your privacy notice). The Service can show your notice on guest pages.
11.3. For the data of Hosts and Users that we process for our own purposes (contract, billing, support, security), we are the controller; see our Privacy Policy at luvihub.com.
12AI functions
12.1. AI functions (e.g. reply suggestions, automatic replies to Guests, pricing suggestions) generate content automatically. The content may be wrong, incomplete or out of date.
12.2. You decide whether AI functions act automatically or only after your approval, and you remain responsible for messages and decisions made in your name. Use the approval mode for important matters (e.g. prices, payments, access).
12.3. Usage limits (e.g. per day or per month) may apply to AI functions; they are shown in the Service.
12.4. We do not use your Host Data to train AI models of third parties. AI providers process the data on our behalf as sub-processors under the Data Processing Agreement.
13Smart locks and access
13.1. Access codes, keys and door opening through the Service depend on the lock hardware, its batteries, the internet connection and the lock manufacturer's systems. Delays and failures can occur (e.g. a lock that is busy or offline).
13.2. You must always keep a way to let Guests in independently of the Service (e.g. a physical key, a key safe or a person on call) and check the lock functions regularly. We are not liable for damage resulting from access not being possible, unless we caused it intentionally or by gross negligence.
14Term and termination
14.1. The contract runs for an indefinite period.
14.2. Termination by you. You may terminate at any time, without a notice period, by closing your Company Account in the Service or by e-mail to us. Paid Packages can also be ended by switching back to the Free plan or deleting Units. Fees for the current month remain due according to section 5.3.
14.3. Termination by us. We may terminate with 30 days' notice to the end of a calendar month, e.g. if we discontinue the Service or the Free plan.
14.4. Termination for cause. Each party may terminate with immediate effect for good cause. Good cause for us exists in particular if you are in arrears with payment for more than 30 days after a reminder, seriously or repeatedly breach these Terms, use the Service unlawfully, or endanger the security of the Service or of other Hosts.
14.5. Suspension. We may suspend or restrict access temporarily, also without prior notice, if this is necessary to avert a danger to the security of the Service or of data, in case of a reasonable suspicion of misuse or unlawful use, or by order of an authority. Where possible we inform you in advance and give you the opportunity to remedy the cause.
14.6. Data after the end of the contract. After the contract ends, your Company Account remains available for 180 days in read-only mode so that you can export your data. After that period we delete or anonymise the Host Data, except data we must keep by law (e.g. our invoices) or need to defend legal claims. Deleted data may remain in backups for up to 30 days until they are overwritten. You are responsible for exporting data you must keep (e.g. guest registers that must be kept for several years).
15Right of withdrawal for Consumers
This section applies only to Consumers.
15.1. Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day the contract was concluded (section 2.2).
15.2. How to withdraw. To exercise the right of withdrawal, use the function "Withdraw from contract" in the Service (menu Subscription), or inform us (LuVi Solutions j.d.o.o., [address], team@luvihub.com) by a clear statement (e.g. an e-mail). You may use the model withdrawal form below, but it is not obligatory. It is sufficient that you send the statement before the withdrawal period ends. We confirm receipt without delay by e-mail.
15.3. Effects of withdrawal. If you withdraw, we refund all payments received from you without undue delay and at the latest within 14 days from the day we received your withdrawal, using the same means of payment, without any fees for you.
15.4. Service during the withdrawal period. With the registration you expressly request that the Service starts immediately, before the withdrawal period ends. If you have booked a paid Package and withdraw, you pay an amount proportionate to what has been provided until you informed us of the withdrawal, compared with the full coverage of the contract. Use of the Free plan is free of charge.
Model withdrawal form
To: LuVi Solutions j.d.o.o., [address], team@luvihub.com
I/We hereby give notice that I/we withdraw from my/our contract for the provision of the following service: LuViHub, Company Account [name].
Concluded on: [date] · Name of consumer: [name] · Address of consumer: [address]
Signature (only if on paper) · Date
16Warranty and liability
16.1. We provide the Service with professional care and with reasonable technical and organisational measures for security and availability. We do not warrant that the Service is free of errors, works without interruption, or suits purposes that were not agreed.
16.2. Unlimited liability. We are liable without limitation for damage caused intentionally or by gross negligence, and for injury to life, body or health.
16.3. Limited liability (Business Hosts). In all other cases, our liability towards Business Hosts is excluded for indirect and consequential damage, in particular lost profit, lost bookings or revenue, loss of rankings or ratings on booking channels, fines or penalties caused by incorrect or late filings, and the costs of replacement services. Our total liability per calendar year is limited to the fees you paid us in the 12 months before the event that caused the damage, and to at most EUR 100 if you only used the Free plan.
16.4. We are not liable for damage that you could have avoided by checking data in time (section 6.3), by keeping your own exports (section 6.5) or by following our notices and warnings.
16.5. Consumers. For Consumers, the statutory provisions on liability and warranty apply; sections 16.3 and 16.4 apply to Consumers only to the extent permitted by mandatory law.
16.6. Indemnity (Business Hosts). You indemnify us against claims of third parties (including Guests and authorities) arising from your unlawful use of the Service, your breach of these Terms, content you uploaded, or the processing of personal data without a legal basis, including reasonable costs of legal defence.
16.7. Force majeure. Neither party is liable for failures caused by events beyond its reasonable control (e.g. natural disasters, war, epidemics, large-scale power, internet or data-centre outages, large-scale cyber attacks, official measures). Obligations are suspended for the duration of such events.
17Intellectual property
17.1. The Service, including software, design, databases, texts and the LuViHub brand, is protected by law and belongs to us or our licensors. For the duration of the contract you receive a simple, non-transferable right to use the Service within your Packages.
17.2. Host Data remains yours. You grant us the rights necessary to provide the Service — in particular to store, process, display and transmit your content (e.g. photos and descriptions on your booking pages and to the booking channels you connect).
17.3. We may use suggestions and feedback you give us to improve the Service, without obligation.
17.4. We may use your company name and logo as a reference only with your consent.
18Changes to these Terms
18.1. We may change these Terms for valid reasons, e.g. changes in law, case law or official requirements, new functions, security, or changed conditions of Third-Party Services.
18.2. We inform you of changes by e-mail and in the Service at least 30 days before they take effect. You can accept the new Terms in the Service. If you do not agree, you may terminate the contract free of charge before the changes take effect. If you continue to use the Service after the changes take effect, the new Terms apply; we point this out in the notification. Consumers must accept the new Terms expressly in the Service; until then the previous Terms continue to apply until the contract is terminated.
18.3. Changes that are solely to your advantage, or that are necessary because of a change in law, may apply earlier.
19Communication, complaints and disputes
19.1. Communication takes place electronically (e-mail, notifications in the Service). Notices to you are sent to the e-mail address of the Company Account owner. Termination by you is possible in the Service or by e-mail.
19.2. Complaints. You can send complaints in writing to team@luvihub.com or [address]. We confirm receipt and reply in writing within 15 days.
19.3. Out-of-court dispute resolution (Consumers). We do not take part in out-of-court dispute resolution procedures before consumer dispute resolution bodies.
19.4. Applicable law. These Terms and the contract are governed by the law of the Republic of Croatia, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For Consumers, this choice of law does not deprive them of the protection of mandatory provisions of the law of the country of their habitual residence.
19.5. Court. The competent court in [city of the registered seat of LuVi Solutions j.d.o.o.] has exclusive jurisdiction for all disputes with Business Hosts. For Consumers, the statutory jurisdiction applies.
20Final provisions
20.1. You may transfer rights and obligations under this contract to third parties only with our consent. We may transfer the contract to an affiliated company or to a successor of the Service; we inform you in advance, and you may terminate the contract in that case.
20.2. If a provision of these Terms is invalid, the other provisions remain valid. The invalid provision is replaced by a valid one that comes as close as possible to its purpose.
20.3. These Terms, together with the Data Processing Agreement (Annex 1), the price list and any individual agreement, form the entire contract. Individual agreements take precedence over these Terms.
Annex 1 – Data Processing Agreement (separate document, part of these Terms)
Annex 2 – Price list (in the Service and on luvihub.com)